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My Portfolio

Welcome to my portfolio. Here you’ll find a selection of my work. Explore my projects to learn more about what I do. Click the links to each project for full access.

LiveTickets Parking Passes Overview & Handling

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This interactive self-paced tutorial is a refresher course for the Front Line agents at LiveTickets to remember what parking passes are, how they are delivered and how to handle them in buyer scenarios. 

Audience: All Front Line LiveTickets agents

Responsibilities: Instructional Design (action mapping, storyboarding, visual design, prototyping, authoring), eLearning Development

Tools Used: Articulate Storyline, Figma, Canva, ChatGPT, Pexels, Google Docs, PowerPoint

The Problem

Frontline agents at the company LiveTickets were were mistaking parking pass abilities as the same for event ticket abilities which resulted in 40% increase in additional payouts to buyers. Without proper knowledge of parking pass ability, buyers were also led to confusion when receiving free parking passes after purchasing them. 

The Solution

After meeting with the Quality Assurance team and other stakeholders, I recommended that an eLearning solution would be suitable for multiple reasons. Because agents are in the U.S. and International, this type of course allows for agents to take the course on their own time. As all agents have access to a laptop and LMS system access for their other assigned courses, I didn't have any concerns regarding the platform they'd take the course on. 

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Another option was virtual instructor-led course. However, the virtual instructor led format was ruled out due to there having to be multiple sessions since all agents couldn't get off of the phone to attend the meeting all at once. 

My Process

After meeting with the Quality Assurance (Subject Matter Expert) team and a Product Manager, we acknowledged a current standing article would not suffice to solve the problem. The article needed to be updated. Instead of updating the article and trusting that agents would review the lengthy document, I decided that a new training courses needed to be created. Because this was a more linear project, I chose to use the ADDIE model to assist.

Action Map

During the analysis phase, I collaborated with two subject matter experts at the organization—an Quality Assurance team member and a Product Manager closely involved with the performance metrics of calls regarding parking passes. Together, we identified the core issue and established our primary objective: refreshing agents on how to handle parking passes customer concerns properly. While we recognized that refreshing agents on what parking passes were, our main emphasis remained on improving their knowledge of how to handle customer situations.

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I also supported other SMEs in translating this overarching goal into clear, actionable behaviors for agents. We then prioritized the top three actions to ensure the learning experience remained focused and approachable, avoiding unnecessary complexity for the agents.

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Text-Based Storyboard

Once the action map was finalized, I moved into the design phase, beginning with a text-based storyboard that laid the foundation for the learning experience. My intent was to create an immersive, statement, question and answer as well as scenario based simulation. Each module included hover and learn, click and learn or gamification/knowledge check components. The gamification and knowledge base components offered positive and negative reinforcements. 

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Positive reinforcements for correct answer displayed a congratulatory message with a surprise burst of confetti and the character smiling.  Negative reinforcement for incorrect answers displayed a "Try Again" message with the character frowning on screen. 

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Visual Mockups

To ensure I stayed on track with brand colors, I utilized hex codes that were of the company. I created a board to assist me with uniformity in not only colors, but also front styles, colors and sizing. Additionally, I kept a record of titles, headings, subheadings, paragraphs and button formats as well. 

Question Wireframe

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Question Basic Mockup

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Question Hi-Fidelity Mockup

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Results and Takeaways

I'm currently applying the Kirkpatrick Model of Evaluation to assess the effectiveness of the course across its four levels: Reaction, Learning, Behavior, and Results.

 

To evaluate Level 1: Reaction, I developed a post-course survey that the organization will distribute to learners. This survey captures participants’ feedback on their overall experience and gauges how confident and prepared they feel to participate in sessions after completing the training.

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For Level 2: Learning, evaluations will be carried out by LiveTickets Quality Assurance team members. I designed a rubric aligned with the three key behaviors identified in the action map and addressed throughout the course. This tool allows staff to review the agents performance during call reviews and offer constructive feedback to support ongoing development and improvement.

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